Skanska Reality cover all real estate services for Skanska, who is currently the fourth largest developer in Europe. Czech team of Skanska Customer Service and Warranty Department decided to start using licence-free OTRS system for claims or complaints management. It was our pleasure to work with their manager Miloš Petr to streamline their processes not only for the main reclamation workflow starting at client-facing web-form, but also for upstream processes like planning the inspections of claimed defects, creating the repair reports, bulk operations, etc.